Senior Field Ops Specialist — Escalations & Solutions

H&R Block, Inc.; Missouri; On-site; USD 25,000 - 38,000; Full time

Job summary

H&R Block, Inc. is seeking a Senior Field Operations Specialist in the United States (Missouri) to provide advanced operational support for field teams and leaders.

You will resolve complex issues, drive improvements, and ensure adherence to standards through cross-functional collaboration. Responsibilities include serving as a primary escalation contact, coordinating resolution with Operations, Technology, and Facilities, and maintaining thorough documentation of cases and insights.

Qualifications

• Requires degree or equivalent with relevant work experience.
• Strong communication across teams and levels.
• Ability to prioritize and manage deadlines in a matrixed environment.
• Analytical mindset with problem-solving focus.

Responsibilities

• Serve as an advanced support resource for field associates and leaders, managing complex inquiries.
• Research, analyze, and resolve high-impact operational issues requiring elevated expertise.
• Coordinate resolution efforts across Operations, Technology, Facilities, Workforce Management, Field Sourcing, and other teams.
• Act as primary contact for escalated issues, ensuring timely communication and alignment.
• Investigate root causes of recurring challenges and recommend corrective actions.
• Monitor trends and address risks that may impact field operations.

Skills

Advanced communication

Critical thinking

Collaboration

Deadline management

Education

Associate's degree

Job description

H&R Block, Inc. is seeking a Senior Field Operations Specialist in the United States (Missouri) to provide advanced operational support for field teams and leaders.

You will resolve complex issues, drive improvements, and ensure adherence to standards through cross-functional collaboration. Responsibilities include serving as a primary escalation contact, coordinating resolution with Operations, Technology, and Facilities, and maintaining thorough documentation of cases and insights.